Regional Client Experience Manager

The story of Cartier is founded on audacity and passion. For more than 170 years we have embraced a bold, pioneering spirit that continues to inspire our teams across all Métiers from our boutiques to our workshops and corporate offices. Our 9000+ colleagues of 105 nationalities are united by a shared independent spirit and commitment to excellence, striving to continuously enrich our Maison’s heritage by pushing the boundaries of creativity.

HOW YOU WILL MAKE AN IMPACT  

This role involves leading the regional client experience agenda across Southeast Asia and Oceania (SEAO), with focus on creating meaningful and distinctive client-facing moments (e.g., special occasions, celebrations, cultural moments etc.).

Reporting to the Regional Head of Brand Experience, you will serve as the regional Center of Expertise (COE). You will elevate the Maison's client experience beyond traditional retail, translating global priorities into regionally and locally resonant initiatives. You will collaborate with regional Events & Activations, CVE, Store VM, MCC and Commercial/Retail to deliver distinctive yet coherent client experiences.

Your key responsibilities include:

Regional Client Experience Strategy & Governance

• Manage regional client experience initiatives and investment development and prioritization – including defining approaches for unique/local experiences, celebrations, etc.
• Establish comprehensive frameworks and principles to guide markets in developing elevated client-facing experiences.
• Identify opportunities across the regional calendar to create meaningful moments that strengthen Cartier’s connection with clients and local communities.
• Define measures to evaluate engagement and effectiveness, capturing learnings for improvements and future optimization.
• Ensure initiatives balance Maison consistency with cultural relevance, local expression, strong client relevance, and brand impact.

Client Experience in Events & Activations     

• Shape the client experience dimension of regional and priority market events, providing strategic input from concept development through delivery.
• Define client hospitality strategy and experience principles for regional and key market events, ensuring relevance, personalization, and meaningful interactions are embedded.    
• Monitor emerging trends to identify new opportunities and build guidelines and best practices to drive consistent delivery of key client moments.
• Provide hands-on guidance to markets on guest experience planning; and collaborate closely with respective teams, to offer strategic client experience expertise as required.

Client Gifting & Investment Management:

• Define regional approaches, guidelines and calendar for client gifting; as well as overseeing SEAO gifting investment.
• Optimize regional sourcing, consolidation, and allocation of gifting, while maintaining flexibility for local market requirements.
• Coordinate the regional consolidation and management of client gifting orders, tracking investment, orders, and utilization to provide visibility on regional requirements and spend.
• Gather and analyze market feedback/insights to enhance future gifting strategies or selections.

Special Occasions & Cultural Celebrations

• Develop regional approaches and scalable celebration concepts for key special occasions, festive moments, and Maison celebrations.
• Encourage market creativity, align with Maison positioning and regional priorities, and share successful local initiatives for broader adaptation.

YOUR PROFILE/KEY SKILLS

• 5-7 years of relevant experience in managing client engagement/experiences, preferably within the luxury retail or premium hospitality sector, at regional capacity.
• Demonstrate deep sensitivity to local cultures, traditions and cultural dynamics across SEAO, with the ability to translate them into relevant expressions.
• Proven track record in shaping event hospitality and high value client moments from end-to-end.
• Demonstrate curiosity for emerging cultural, artistic, experiential trends; and passionate about luxury brand experiences, with a refined aesthetic sensibility and attention to details. 
• Highly organized, structured, and excellent project management capabilities, adept at navigating regional projects, priorities, budgets, and timelines and stakeholders within a matrix organization.
• Analytical, with strong financial and commercial judgment.
• Proactive, resourceful and solution-oriented, with the ability to navigate changing priorities.
• Excellent interpersonal and communication skills, with a high level of professionalism.
• Ability to work flexible hours as dictated by project needs, with some travel required (10-15%).